While it may be exciting to focus on getting new customers, a big aspect of growing and scaling a business is being able to master the art of customer retention. How can you bring your existing customers coming back to purchase from you again and again?
You’ve gotta love on your customers – I’m talking about going above and beyond to not only keep them coming back, but turning them into raving fans that will spread the word about your business.
How can you stand out as a small business? How can you make your customers feel special and give them that unique shopping experience?
I’m going to break this down for you on how to take action whether you have an online/ecommerce business or a brick and mortar.
So grab your notebook – and let’s sprinkle some joy into your customer experience!
Get Personal
Personalization is the real secret sauce here. You don’t treat your customers like strangers, you treat them like your besties or like family. Get to know them and make them feel seen as an individual.
This may look like greeting your customers by name or using their name in emails. Remember why they shopped with you before – maybe it was for a special event. Get to know their preferences and find ways to offer them top-notch service.
Take it back to the basics
Snail mail isn’t dead! In the age of emails and texts, the mailbox has become a bit nostalgic (or a place that gets filled with bills). Imagine the sheer delight of receiving a handwritten note or a quirky postcard from your brand. It’s like sending a virtual hug but with real paper!
This may look like sending a ‘thank you’ card after a customer makes their first purchase. Or you can opt to send to customers that spend over a certain dollar amount.
Throw in a freebie
Everyone loves something free, right? Make it as easy or elaborate as you wish.
This may look like tossing in a sticker with their order or a free complimentary item from your store. Throwing in extra goodies is like Christmas morning – your customers will love it!
Be Yourself
When communicating with your customers, be a human. Most importantly, be yourself! You know those stoic, copy/paste emails you get when you reach out to a large company with a question? Yeah, don’t be like them.
You want to be warm and personal. Make it clear it’s a real person they’re communicating with and you’re not just giving them some script or text book response. Connecting with your customers builds loyalty and delight.
This may look like responses to commonly asked questions via email or customers that may have questions about your product while shopping your store.
Exclusive discounts
It’s like finding money in an old pair of jeans – unexpected and oh-so-thrilling. Whether it’s a flash sale or a discount code, make your customers feel like they just won the lottery.
This may look like offering exclusive discounts to your top customers, or just your email list or Facebook group. If you have a physical location, you can also weave in the digital element by extending an offer via email and they have to shop in person to redeem.
Make it insta-worthy
Boring packaging is out and presentation is EVERY-THING! Sorry friend, you’re not Amazon, you have to care about the unboxing experience for the customer. Pretty packaging doesn’t have to be pricey – it just has to be memorable.
This may look like personalized tape or wrapping the items inside beautifully with a little extra love and care. For in store experiences, add tissue paper or ribbon to the handles. Use colors and textures that are on brand and make that package pop! Taking that extra step makes the customer feel like they just purchased a present for themselves.
Surprising and delighting customers is an art. You, my friend, are the Picasso of customer happiness. So don’t be afraid to unleash your creativity, sprinkle some joy, and let your customers know that with your brand, every interaction can be delightful.
Which tactic do you plan to use to start surprising and delighting your customers?
